Shop 
USMBOK™: USM740
Service Knowledge Management
Knowledge management (KM) has always existed in one form or another and examples include on-the-job peer discussions, formal apprenticeship, discussion forums, corporate libraries, professional training and mentoring programs.
With computers, specific adaptations of technology, such as knowledge bases, expert systems, and knowledge repositories have been introduced. The service knowledge management knowledge area enables the creation, storing, distribution and valuation of knowledge related to every aspect of service management, including the service system, service organization , and services.
Charter Statement:
- To design, review and implement both social and technological processes to improve the application of knowledge in teh collective interest of stakeholders
Service Lean Thinking Quick Links
Best PracticesKey Performance Measures
Key Objectives
|
The following key objectives are just some of those commonly found within this topic's standard operating practices:
|
Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Certified Knowledge Management Professional credential
- Personal knowledge management
- Data mining
- Expert system
- Knowledge system
- Knowledge tool
- Knowledge base
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Knowledge management program
- Knowledge plan
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Data mining
- Knowledge valuation
- Knowledge protection
- Plan knowledge management programs
More...
The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
Tell a Friend